ServiceNow IT Service Management Alternatives

4.3(1993 Ratings)

Considering alternatives to ServiceNow IT Service Management? See what this market ServiceNow IT Service Management users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how ServiceNow IT Service Management compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. ServiceDesk Plus

By ManageEngine

4.4

Our overall experience with Service Desk Plus has been exceptional. The platform has consistently met, and in several areas, exceeded our expectation as the core ITSM solution for a heterogeneous and evolving IT landscape. Its functional breadth and configurability enabled us to align the tool closely with our operational and governance requirements, rather than adapting processes to system constraints. In daily operations, Service Desk Plus proved stable and dependable, supporting structured incident and request handling, asset management, and the stepwise introduction of CMDB practices. The solution scaled well as process maturity increased, and it supported the professionalization of the service desk without introducing unnecessary overhead. Areas that required more effort were primarily related to initial setup and advanced configuration. To fully leverage the platform, clear process definitions and dedicated ownership are essential. Some advanced reporting and integration scenarios are not entirely intuitive out of the box and require additional configuration. These aspects were manageable and did not materially impact the overall value delivered. Overall, Service Desk Plus provided strong value for money and demonstrated enterprise-grade capabilities while remaining accessible for a mid-sized organization. Its flexibility, stability, and depth of functionality are the key reasons behind our exceptional rating.Read all insights and reviews for ServiceDesk Plus

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2. TOPdesk

4.5

When we have a problem, the company quickly responds to our questions. I like the software / dashboard and like the interface used Read all insights and reviews for TOPdesk

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3. SolarWinds Service Desk

4.3

Overall, my experience with SolarWinds Service Desk has been positive. The platform is easy to adopt, especially for teams that want to get up and running quickly without heavy customization. Core ITSM practices, like Incident, Service Request and Change Management work very well for users.Read all insights and reviews for SolarWinds Service Desk

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4. Jira Service Management

4.4

My experience with Jira Service Management has been largely positive thanks to its impressive balance of high-level ease of use and modern UI. For organizations like mine that are already deeply embedded in the Atlassian ecosystem, the native integration between JSM and Jira Software is a significant force multiplier, creating a seamless flow of information between IT Operations and Development. This unified environment has made it much easier for teams to work together on solving problems and improve the ticket-raising experience for our end-users, making it an excellent choice for teams seeking a high-velocity ITSM solution. However, the platform becomes increasingly inflexible at a granular level, significantly regarding the "Team" field, which represents a significant reporting gap that makes extracting team-level performance metrics unnecessarily difficult. Read all insights and reviews for Jira Service Management

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5. SymphonyAI IT Service Management

4.4

SymphonyAI team is reachable when required and clarifies the concerns.Read all insights and reviews for SymphonyAI IT Service Management

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6. Cherwell Service Management (Legacy)

4.3

Cherwell Service Management has proven to be an efficient platform for our organisation. It provide us with enhanced service management capabilities with multiple customisation options and automation features to reduce our efforts into managing the platform and saving our time.Read all insights and reviews for Cherwell Service Management (Legacy)

Where ServiceNow IT Service Management Scored Higher

Better at service and support
Easier to integrate and deploy

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7. Freshservice

4.3

Freshservice is extremely impressive for teams not wanting to worry about a ton of administrative problems with their ESM tool. Agents that aren't administrators find it really easy to start picking up tickets. As an admin I find it really easy to build a workflow to be able to achieve the type of automation for these tickets we need. I also like how I can customize almost every part of the design of the Freshservice Portal for end users. Being able to configure designs and features for end users or agents without being a developer is something that I think a lot of the major players miss on. Given that I think if you are looking to create the best experience for all involved, Freshservice is definitely second to none. Where they come up short on that, other tools that are doing really well is the conversational chat bots and leveraging their workflow tools to be able to do more custom automations that a lot of IT ops teams are looking for these days. It really is not the biggest need for our team though so we are happy nonetheless with their tool Read all insights and reviews for Freshservice

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8. SysAid

4.5

My overall experience has been very positive. As the only IT person at a small School, I needed something simple, reliable and not overloaded with enterprise feutures. SysAid fits well, and it has made ticketing and asset management much easier to handle on my own.Read all insights and reviews for SysAid

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